EFEKTIVITAS PELATIHAN CUSTOMER SERVICE ORIENTATION UNTUK MENURUNKAN EMOTIONAL EXHAUSTION KARYAWAN PEMASARAN

Muhammad Jufri, Alimatus Sahrah

Abstract


Tujuan penelitian ini ingin mengetahui efektivitas pelatihan customer service orientation untuk menurunkan emotional exhaustion karyawan pemasaran. Penelitian ini menggunakan teknik purposive sampling, pada karyawan pemasaran PT. Toyota Hadji Kalla Makassar yang berjumlah 30 orang kelompok eksperimen dan 30 orang sebagai kelompok kontrol. Penelitian ini menggunakan rancangan penelitian The Untreated Control Group Design Dependent Pretest and Posttest Samples. Pengumpulan data menggunakan skala sikap model Likert yaitu Skala Emotional Exhaustion.  Hipotesis penelitian diuji menggunakan Anova mixed design. Hasil penelitian menunjukkan nilai F= 195.662 (p<0,005) artinya perubahan skor pretest menuju postest pada kedua kelompok (eksperimen-kontrol) berbeda secara signifikan. Selanjutnya, perbedaan rerata pada kelompok eksperimen signifikan (MD= 39,633; atau p<0,05). Sedangkan pada kelompok kontrol tidak signifikan (MD=2,600; p= 0,170 atau p>0,05). Kesimpulannya, Pelatihan Customer Service Orientation  efektif untuk menurunkan emotional exhaustion karyawan pemasaran.


Keywords


Emotional exhaustion, customer service orientation, pelatihan.

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References


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DOI: https://doi.org/10.26486/psikologi.v21i2.870

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